Workforce Planner

Join the HCF Contact Centre Operations team in this dynamic role as a Workforce Planner.

About The Role

This full‑time, permanent role is based at Parramatta and offers hybrid working. The Contact Centre operates Monday to Friday 8am to 8pm and Saturday 9am to 1pm. Your primary focus will be to manage the operational intra‑day performance, ensuring business objectives and best practices are met while maintaining reporting systems and monitoring operational benchmarks against targets.

Your Responsibilities

• Assist in developing short and long‑term forecasts using historical data and business inputs
• Conduct root‑cause analysis to determine reasons for forecast variance and recommend changes to recover intra‑day performance
• Build and maintain staff schedules aligned with service level goals and employee availability
• Monitor real‑time performance, identify variances, and escalates issues as needed
• Generate and distribute reports on staffing, adherence, and performance metrics
• Collaborate with claims leaders to understand staffing needs and communicate schedule changes
• Use WFM tools (including Genesys) to manage schedules, exceptions, and data accuracy
• Ensure the staffing rosters consider Enterprise Agreement provisions, other employee conditions and entitlements
• Prepare and maintain all rosters on the automated rostering system, Genesys
• Ensure compliance with all company and industry guidelines
• Set new staff up on contact centre systems
• Participate in projects as required

About You

You will have previous workforce planning experience within a contact centre, strong data analytical skills, and experience with reporting, forecasting and scheduling. You are positive, reliable, punctual and proactive with a desire to make a difference.

Qualifications and Skills

About HCF

At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we’ve been putting our members and their health first. As Australia’s largest not‑for‑profit health fund, we cover 2 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member‑centric.

Culture & Benefits

Next Steps

If you require any adjustments to assist you in making your application or during the recruitment or onboarding process, please reach out to Talent Acquisition – peopleservices@hcf.com.au to discuss.

We encourage applicants to submit their applications at their earliest convenience, as at HCF, we review applications as they are submitted, and may have filled the role prior to the job closing date.

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